Various Skills Training
Iglu.com is one of the leading retailers of ski and cruise holidays in the UK. Due to management changes and expansion it was decided to undertake an extensive training programme to cover all customer-facing areas of the business.
Capela were appointed to deliver skills training in: sales; customer service; team leadership; management.
The programme was made up of a number of single day courses:
– 3 days training telephone sales in 3 groups;
– 2 days training customer services;
– 2 days team leader training;
– 2 days senior management training.
This was the first time training of this kind had been undertaken at Iglu. A few staff, particularly ‘old hands’, were reluctant to change their ways while most seized the chance to develop their skills enthusiastically.These sessions gave the business the chance to re-evaluate its operations, roles and individuals with a view to future development.
‘Deborah was great, really motivational and full of lots of advice’
‘The course was successful, I learnt new ways to deal with customers both over the phone and face to face’
‘Gary was engaging, held our attention all day and reminded us of the sales theories we have been taught over the years’
‘Very good training – it was valuable to be reminded of what we and our teams are motivated by and capable of’
‘My main areas that I feel I got the most from is creating a vision and keeping staff motivated’